:00:00. > :00:11.Have you been ripped off? Conned? Or just short changed? We're here to
:00:12. > :00:14.fight for your rights. Spotting the latest scams - and
:00:15. > :00:22.making sure you make the most of your money. I am chasing them, they
:00:23. > :00:27.promised to come back, no one comes back to me. Very frustrating.
:00:28. > :00:29.Exposing the rogues, confronting the conmen - we're here to help you
:00:30. > :00:47.fight back. Tonight: After the havoc of the
:00:48. > :00:55.storms, the rogue traders who prey on desperate householders, conning
:00:56. > :01:02.them into parting with their cash. I feel absolutely terrible about it.
:01:03. > :01:08.My dad has lost hard earned savings. They made a fool of us.
:01:09. > :01:14.Hanging on for a telephone. Even in an emergency the phone companies can
:01:15. > :01:17.take months to connect you. We've told them countless of times that
:01:18. > :01:23.there is a severely disabled person here that needs to have a landline -
:01:24. > :01:27.needs to have a panic alarm. And the new shopping craze sweeping
:01:28. > :01:37.in from America which could save you a fortune. What are your standout
:01:38. > :01:40.bargains? Well, all of these were free, the potatoes, the porridge,
:01:41. > :01:46.the baby food, they were all free. Completely free? Completely free.
:01:47. > :01:54.But first, we have been through some terrible weather. It's been a
:01:55. > :01:58.struggle for many people - but it seems cowboy builders have been
:01:59. > :02:01.going out of their way to make things worse. Rachel's been meeting
:02:02. > :02:03.their victims. It's been a winter unlike any other
:02:04. > :02:09.in recent memory. Wales has been battered by storms
:02:10. > :02:21.and torrential rain. Across the country, communities have
:02:22. > :02:24.been ravaged, with toppled trees, flattened fences and roofs ripped
:02:25. > :02:26.apart, but the chaos is a money making opportunity for one group of
:02:27. > :02:38.people. Doorstep conmen. They're preying on
:02:39. > :02:40.elderly and vulnerable people, offering to carry out repairs - even
:02:41. > :02:51.if they aren't actually needed. That's what happened to one family
:02:52. > :02:54.in Cardiff. Kevin Ash and his parents Audrey and Laurance, who are
:02:55. > :03:02.in their 80s, got an unexpected knock at the door - from a man who
:03:03. > :03:06.appeared to be a builder. He said I'm a roofing contractor and as I
:03:07. > :03:10.have been walking past I see your chimney pot is swaying, and it's
:03:11. > :03:13.just about ready to fall and he said that could easily go through your
:03:14. > :03:17.roof, or your neighbour's roof or hit somebody walking past and it
:03:18. > :03:24.would kill them. He said we'll stabilise it for you and it'll cost
:03:25. > :03:27.you ?420. It was the first the family knew about a problem with the
:03:28. > :03:33.chimney - but the price seemed reasonable. I was in the process of
:03:34. > :03:37.getting over from a seizure and I wasn't firing on all cylinders, my
:03:38. > :03:42.mother and father were ill and I was worried about the damage that that
:03:43. > :03:46.could do to people walking past. Minutes later, Kevin was shocked to
:03:47. > :03:54.see workmen had already put up ladders. One of them was up on the
:03:55. > :03:58.roof. What exactly were they doing up there? There was a guy up there,
:03:59. > :04:02.by the chimney pot, he was resting on the actual chimney stack, and
:04:03. > :04:05.this other guy with the clipboard said, "We'll show you what the
:04:06. > :04:09.problem is," and he picked up the second pot chimney pot from the
:04:10. > :04:14.left; picked it up, and then put it back down again. So literally picked
:04:15. > :04:17.it up? Picked it up, yeah, I don't know whether they'd loosened it or
:04:18. > :04:22.whatever happened beforehand. How did he propose to fix it? What did
:04:23. > :04:31.he say he would do? First of all he said was going to concrete it to
:04:32. > :04:36.make sure it was stable. Then he came in and said we need to
:04:37. > :04:41.get rods down them, he said we got two but we got to get two others we
:04:42. > :04:44.haven't got in stock. He said if we buy them you're looking at about a
:04:45. > :04:48.grand a piece. ?1,000 apiece? ?1,000 apiece, yeah. Within just a few
:04:49. > :04:51.minutes the roofer had put the price up from ?420 to a massive two
:04:52. > :04:54.thousand pounds. -- ?2000. But he was more than happy to take
:04:55. > :05:01.Laurance's birthday, Christmas and pension money as a down payment. We
:05:02. > :05:05.had the money, the 420-odd pound, and my dad got the extra ?400 to
:05:06. > :05:14.make it up to the ?850 and he snatched it off him. He said that'll
:05:15. > :05:18.do for now, have you got any more money in the house? The men had
:05:19. > :05:24.already cleaned them out - but they weren't satisfied. The man told
:05:25. > :05:28.Kevin and Audrey to go by taxi to the bank to get more. But the bank
:05:29. > :05:35.was shut - and the family returned to a nasty surprise. We had to come
:05:36. > :05:39.back empty-handed so I said he'll have to wait until tomorrow, and
:05:40. > :05:50.when Kevin and I got back he wasn't there at all. The roofer was gone -
:05:51. > :05:54.and so was their ?850. In hindsight I know it was stupid and I feel
:05:55. > :06:07.absolutely terrible about it that my dad has lost hard-earned savings and
:06:08. > :06:10.they made a fool of us. I mean, they probably looked at us and said
:06:11. > :06:20.there's 800 pounds waiting for me to take, and I just hope he doesn't do
:06:21. > :06:23.it to somebody else. How can he do it to someone, because we we're
:06:24. > :06:27.pensioners? Even Kevin is on a pension because he can't work, and I
:06:28. > :06:31.mean money is tight anyway you know, but I thought well he must be out
:06:32. > :06:44.having a nice time on our money tonight. That's really is a shocking
:06:45. > :06:49.story. One that is only all too familiar in the aftermath of storms
:06:50. > :06:53.across Wales. Sarah Smith is from Cardiff trading standards. Sarah,
:06:54. > :07:01.what can you tell us about these people? Well, they turned up in the
:07:02. > :07:08.Grangetown area of the city. Do we have a description of these men? The
:07:09. > :07:13.police are looking for a white male, late 30s, early 40s. Medium build,
:07:14. > :07:21.with an Irish or possibly West Country accent. If people have any
:07:22. > :07:24.affirmation, what should they do? We should urge people to contact the
:07:25. > :07:30.police and put that information forward. Lots of people across Wales
:07:31. > :07:35.have suffered storm damage. What can we do to avoid falling into this
:07:36. > :07:39.trap? There are a number of things people can do, the number one point
:07:40. > :07:43.we would say is politely say no and close the door to any unexpected
:07:44. > :07:49.callers that may be offering goods are carrying out services for them.
:07:50. > :07:51.Also, never pay in full until the work is complete and you are fully
:07:52. > :07:58.satisfied with the work that has been carried out. The other thing to
:07:59. > :08:02.remember is to beware of anyone who was asking for a large upfront cash
:08:03. > :08:07.payments, and under no circumstances go with someone to the bank to have
:08:08. > :08:12.money withdrawn. Thanks Sarah, great advice. And if you think you might
:08:13. > :08:16.be able to help with that case you can find all the details on our
:08:17. > :08:19.website - along with that advice. Still to come: Find out how clipping
:08:20. > :08:23.coupons could save you a fortune. Companies are giving you this free
:08:24. > :08:26.money, take it. If someone is giving you a fiver for no reason at all,
:08:27. > :08:30.you take it. Now, EE claim to be the country's
:08:31. > :08:33.fastest mobile phone company. But when one man found himself the
:08:34. > :08:37.victim of a scam, they weren't exactly quick out of the blocks.
:08:38. > :08:44.Rhodri's been to Merthyr to find out more.
:08:45. > :08:49.Thank you very much. It's great to get a surprise parcel, but what if
:08:50. > :08:52.it's not for you? That's what happened to Terry
:08:53. > :08:57.Collins from Merthyr. He received a state-of-the-art mobile phone which
:08:58. > :09:02.he knew nothing about. It had to be a mistake. I was surprised when I
:09:03. > :09:06.opened it up to see a mobile phone which I hadn't ordered. I do possess
:09:07. > :09:11.a mobile phone, but mine's a cheap pay as you go not a contract phone.
:09:12. > :09:22.The phone was from EE, short for Everything Everywhere. It's one of
:09:23. > :09:25.our biggest mobile phone companies. Hey, it's me, here to talk about
:09:26. > :09:29.no-brainers. They run sophisticated ad campaigns fronted by Hollywood
:09:30. > :09:35.A-lister Kevin Bacon. The ads try to persuade us that their deals are so
:09:36. > :09:50.good - it's obvious you'd want one. No-brainer. Terry knew the flashy
:09:51. > :09:53.smartphone wasn't for him. So it was no surprise when, a few minutes
:09:54. > :09:57.later, he got a call saying there had been a mistake and a courier
:09:58. > :10:00.would call for it shortly. When Parcelforce turned-up, Terry signed
:10:01. > :10:03.to show he'd returned the phone. He kept a copy of the receipt and
:10:04. > :10:07.didn't think any more about it. But it's a scam. Thieves used Terry's
:10:08. > :10:10.address to order the phone; they were the ones who called him and
:10:11. > :10:16.they organised the courier so they could get their hands on their ill
:10:17. > :10:19.gotten gains! The crooks now had the expensive high tech phone - which
:10:20. > :10:23.they could sell on. They had used Terry's Identity to pull off the
:10:24. > :10:26.scam. By giving his details when they took out the contract, the
:10:27. > :10:29.scammers knew they would fly through the company's credit checks. They'd
:10:30. > :10:35.chosen well. Terry is a retired probation officer with an impeccable
:10:36. > :10:41.financial history. But the scam was about to cause Terry a major
:10:42. > :10:48.headache. Within days he got a bill from EE for the mystery mobile.
:10:49. > :10:56.So what d'you do when you get a bill that isn't yours, for a phone you
:10:57. > :11:00.haven't got? Well, in the words of EE's front man Mr Bacon. It's a "no
:11:01. > :11:07.brainer." Terry went straight down to EE's shop to sort it out! They
:11:08. > :11:12.said they'd look into it then and not to worry about it. I came home
:11:13. > :11:15.then and I felt a little bit easier, but then the concern was then a
:11:16. > :11:20.fortnight after that then I received a further bill then. Terry had shown
:11:21. > :11:30.EE proof that he'd didn't have the phone. So what did the mobile giant
:11:31. > :11:36.do next? EE decided to send Terry another bill. Each time the bills
:11:37. > :11:39.got larger and the letters became more threatening. Things were going
:11:40. > :11:42.from bad to worse. Communication was all one way. I'm chasing them,
:11:43. > :11:46.they're promising to come back, no-one comes back to me. I couldn't
:11:47. > :11:49.speak to anyone. Very, very frustrating as well as worrying
:11:50. > :11:52.time. Terry kept on telling EE about the fraud, he rang customer
:11:53. > :11:57.services, even wrote to head office. So what did EE do next? In the words
:11:58. > :12:04.of our hero, it's a no-brainer. No brainer! They called in a debt
:12:05. > :12:09.collection agency. It was all too much for Terry. We were very, very
:12:10. > :12:11.concerned and worried to have all these threatening letters about
:12:12. > :12:18.something we hadn't ordered and didn't possess. After three visits
:12:19. > :12:21.to the EE shop, a letter to head office, emails to customer services,
:12:22. > :12:29.phone calls to the debt collectors, what did EE do next? They sent Terry
:12:30. > :12:36.a bill, of course. And this time it was huge. The last straw was then
:12:37. > :12:41.two weeks before Christmas I had another bill then for ?945. I mean,
:12:42. > :12:49.that's not a very nice Christmas present to have. So what did Terry
:12:50. > :12:53.do next? Well, that really is a no brainer. He called X-Ray, of course,
:12:54. > :12:56.and four months after all of this started EE have finally stopped
:12:57. > :13:04.sending those bills. Not bad for Britain's fastest network!
:13:05. > :13:07.It did take EE is shockingly long time to get the message, but as soon
:13:08. > :13:13.as we got in touch, they sorted it out straightaway. They have now run
:13:14. > :13:20.Terry to apologise. And they say they have put a check on the post to
:13:21. > :13:24.compensate him. Great result there. If you have got a problem we can
:13:25. > :13:30.help with, give us a cold. 03703 334 334. If you want to write us a good
:13:31. > :13:34.old fashioned letter, they've got the address! And you can get us on
:13:35. > :13:38.the email - xray@bbc.co.uk. Remember to include a phone number. And we're
:13:39. > :13:41.on Twitter @bbcxray. Later we'll be asking why Talk Talk and BT
:13:42. > :13:44.Openreach failed to provide the landline desperately needed by the
:13:45. > :13:47.Hart family. We told them countless of times there was a severely
:13:48. > :13:50.disabled person living here. You can find them everywhere - newspapers,
:13:51. > :13:54.magazines, the internet. I'm talking about coupons like these. Money off
:13:55. > :14:05.this, money off that. But do you use them?
:14:06. > :14:09.Hello. Hello. Hello. Quick question, do you both use coupons like these
:14:10. > :14:20.when you go shopping? Quite often, yes. Where do you get them from?
:14:21. > :14:28.Magazines. Do you save a lot? With you get them from? Newspapers,
:14:29. > :14:40.magazines, online? Do you use coupons? No. Why not? I can't be
:14:41. > :14:48.bothered. I use them when I remember them. I cut them out of magazines
:14:49. > :14:54.and stuff. If I remember they're lying around somewhere, I try to
:14:55. > :15:00.think about it. Food vouchers are one thing we do use. Does it save
:15:01. > :15:12.you a lot of money? Loads, definitely. Do you use coupons? No,
:15:13. > :15:16.not very often. I can't be bothered. Now, if you're one of those people
:15:17. > :15:29.who never clip a coupon, you might want to have a look at this!
:15:30. > :15:33.My feet are hurting so bad. Your coupons weigh one pound,two ounces.
:15:34. > :15:36.That's the value of gold right there, right there, that's my gold.
:15:37. > :15:48.This is the latest shopping craze storming the American TV networks.
:15:49. > :15:51.13 cents for your total. These guys get their groceries for almost
:15:52. > :15:54.nothing. Welcome to the latest craze in extreme sports... It is, Extreme
:15:55. > :15:57.Couponing. Meet Zoe Phillips. A 25-year-old mum from Blaen Rhondda
:15:58. > :16:01.who's into extreme couponing in a big way. Bills are going to go up,
:16:02. > :16:05.money is going down. Companies are giving you this free money, take it.
:16:06. > :16:09.If someone offered you a fiver for no reason at all you would take it.
:16:10. > :16:12.It's the same with the coupons. Zoe started couponing after seeing the
:16:13. > :16:15.American TV show. Her first attempt was a massive success. It was nerve
:16:16. > :16:19.wracking, going through the till thinking right are they going to
:16:20. > :16:22.take these, and I came out with three John Freida conditioning
:16:23. > :16:26.bottles, a DVD, a mug and there were a few other things and it only came
:16:27. > :16:29.to four pence, so that was quite kinda like, yeah, nice. Zoe hunts
:16:30. > :16:33.everywhere for coupons. There have always been loads in magazines and
:16:34. > :16:40.newspapers but now there are many more online. Zoe uses Facebook and
:16:41. > :16:45.product websites, even mobile phone apps, to track them down. Sometimes
:16:46. > :16:48.it's incredibly straightforward. Like I've got free pizza coupons
:16:49. > :16:52.coming because I have just liked their page on Facebook, you know
:16:53. > :16:58.it's a two second job, it doesn't take long it's easy. By combining
:16:59. > :17:05.these coupons with special offers you can get massive savings. Time to
:17:06. > :17:11.Put Zoe's couponing skills to the test. She's off to the shops. Now
:17:12. > :17:14.would you believe it, none of the supermarkets would let us in to film
:17:15. > :17:18.Zoe on her Extreme Couponing Challenge. Not worried this new
:17:19. > :17:24.craze could cost them too much money are they? So that leaves me with an
:17:25. > :17:27.hour to fill. I think I'll just settle myself down here and see if I
:17:28. > :17:42.can find some coupons in the paper. Hello, how did it go? I think it
:17:43. > :17:46.went really well, actually, I think I got some great bargains. Well,
:17:47. > :17:52.you've got loads of stuff, let's go home and count all this up and see
:17:53. > :18:00.how much you've saved. Not bad going. Well, Zoe, this looks like a
:18:01. > :18:06.big shop, so what are your stand-out bargains? Well, all of these were
:18:07. > :18:14.free, the potatoes, the porridge, the baby food, they were all free.
:18:15. > :18:19.Completely free? Completely free. And where did you get those coupons?
:18:20. > :18:22.Facebook or manufacturers pages. That's amazing, anything else that
:18:23. > :18:26.was a really really good deal? These were reduced to ?1.24 on special
:18:27. > :18:30.offer so I paid 24 pence with a coupon That's a huge bargain, isn't
:18:31. > :18:33.it, 24 pence for a box of Shreddies. And these are all branded products
:18:34. > :18:39.as well, aren't they? Yes, every branded product. OK, anything else?
:18:40. > :18:43.This was reduced to ?1.34 and I ended up paying 59 pence. So, with a
:18:44. > :18:51.coupon down to 59 pence, I mean, brilliant savings. So how much
:18:52. > :19:05.should this entire shop have cost? ?52. And how much did you pay? ?22.
:19:06. > :19:09.?22, so that's less than half price. Zoe used loads of tricks to get that
:19:10. > :19:13.massive discount and used dozens of coupons. She saved ?30 on a ?52
:19:14. > :19:17.shop. So, if you want to get started on extreme couponing, how do you go
:19:18. > :19:21.about it? I'm meeting a couponing expert who says you can take it to
:19:22. > :19:24.different levels. Level one is using a coupon, cutting it out of a
:19:25. > :19:28.newspaper and using it for example, level two is using a coupon when
:19:29. > :19:31.there's also a discount say money off 241, 342, but when you get to
:19:32. > :19:35.the really extreme level, level three, it's people using coupon on
:19:36. > :19:38.top of coupon it's people stacking up on non-perishables that never go
:19:39. > :19:49.off so you really maximise the savings. What did you make of Zoe's
:19:50. > :19:52.shop? ?52 worth of products for ?22. I mean, that's a phenomenal saving,
:19:53. > :19:56.that's virtually half price, isn't it, off a big shop? She wasn't just
:19:57. > :20:00.using coupons she was using them on items that were already discounted.
:20:01. > :20:03.Anyone who can save that amount on a supermarket shop is doing very well.
:20:04. > :20:07.So, give us your top tips. First thing is do not be shy. Coupons have
:20:08. > :20:11.lost their stigma, go for it. Secondly, let the coupon lead what
:20:12. > :20:14.you buy if you're not loyal to a particular brand buy the one that's
:20:15. > :20:18.on offer as long as you buy it anyway there's no point spending
:20:19. > :20:21.money if you don't need it. Thirdly, go extreme, use multiple coupons,
:20:22. > :20:26.stack up on items, buy them ten times so you make multiple savings.
:20:27. > :20:31.And what about the small print? Ultimately it's up to the shop staff
:20:32. > :20:38.so if you try and they say no, well, hey, that's the worst thing that can
:20:39. > :20:43.happen. It is worth reading in mind that you may not be able to use two
:20:44. > :20:49.coupons together or use multiple items. If you want to buy ten
:20:50. > :20:53.deodorants for example by them in different transactions or get
:20:54. > :21:01.members of your family to buy them for you, can beat the system. Back
:21:02. > :21:04.in the Rhondda, Zoe's continuing to hone her couponing skills, and her
:21:05. > :21:08.family are seeing the benefits of all her work. It's lovely to know
:21:09. > :21:12.that I can give them the best of what they want and save for them at
:21:13. > :21:16.the same time. Now we all rely on our phones. But for one family,
:21:17. > :21:18.their landline really is a lifeline. Unfortunately they just couldn't get
:21:19. > :21:26.their phone company to understand the urgency. Rachel's been to meet
:21:27. > :21:37.them. The Hart family from Caldicot were like any other close knit
:21:38. > :21:40.family. Life was like normal, had my wedding, took me down the aisle,
:21:41. > :21:44.both my parents would go out, have holidays, quite family orientated.
:21:45. > :21:50.But On Boxing Day 2012, tragedy struck. Dad, Colin, was rushed to
:21:51. > :21:54.hospital with a ruptured gall bladder and the next year of the
:21:55. > :22:01.family's life was turned upside down. He was two months in a coma,
:22:02. > :22:08.he had several heart attacks, had multiple organ failure and what was
:22:09. > :22:17.that like for all of you? Soul destroying, just not being able to
:22:18. > :22:21.speak to him...sorry. I remember one time where they said that he
:22:22. > :22:34.wouldn't last the day and we had to have the Chaplain cold round and had
:22:35. > :22:37.to read him his last rights. Even the doctors said it's a miracle he's
:22:38. > :22:41.still alive from the full body septicaemia he had. It's a miracle.
:22:42. > :22:45.But family life would never be the same again. Colin now needs help
:22:46. > :22:50.with basic everyday tasks and has been left in a wheelchair. We had to
:22:51. > :22:55.sell the family home and we had to search for a house where there was a
:22:56. > :22:58.bedroom downstairs and a lot of room for his electric wheelchair. We had
:22:59. > :23:06.to sacrifice our family home to get him a place where he can actually
:23:07. > :23:10.come to and live. The family needed to make sure that help was available
:23:11. > :23:13.24-hours a day should Colin need it. Central to the plan was a panic
:23:14. > :23:21.button that he could wear around his neck and of course, they'd always be
:23:22. > :23:24.on the end of a telephone line. The emergency panic button which would
:23:25. > :23:37.allow Colin to summon help will ONLY work from a land line, so getting it
:23:38. > :23:41.connected was vital. We just rang Talk Talk and asked whether it was
:23:42. > :23:45.able to transfer the contract we had at our Mum's from our family home to
:23:46. > :23:49.the new property and they said it would be no problem at all, so we
:23:50. > :23:55.thought that's it then, all done and dusted. That was in September and
:23:56. > :23:58.the engineer was due a month later. On that occasion, the builders
:23:59. > :24:02.didn't have the house ready enough because we were having extensions
:24:03. > :24:07.put on for my dad, so that was fair enough, so they moved it. So an
:24:08. > :24:16.engineer was scheduled for the sixth November. Then just two days before
:24:17. > :24:19.they were due to come, Talk Talk changed the date to the 19th
:24:20. > :24:22.December. This six-week delay was critical to the family. They'd
:24:23. > :24:33.wanted the panic button insatlled before Colin returned from hospital.
:24:34. > :24:37.Now, this wouldn't happen. It was the day after my Dad was coming
:24:38. > :24:43.home, which did concern my mum and me. If we had to leave my dad for
:24:44. > :24:50.any these and there would not be a landline connected. The date came
:24:51. > :24:55.and went but still no phone line. The family had no emergency phone
:24:56. > :24:58.line. We told them countless times that the dizzy severely disabled
:24:59. > :25:04.person living here that needs to have a landline, needs to have a
:25:05. > :25:11.panic alarm, cannot be left on his own without one and they obviously
:25:12. > :25:17.don't seem to listen. An engineer did eventually turn up on January 13
:25:18. > :25:22.to install this phone socket inside the house but he cannot actually
:25:23. > :25:32.connect this socket to the exchange. So, still no phone line for these
:25:33. > :25:36.people. These cables aren't Talk Talk cables, they belong to BT
:25:37. > :25:38.Openreach who run the phone network. Their delays in providing
:25:39. > :25:56.services are well known to X-Ray viewers. Last October we highlighted
:25:57. > :25:59.problems in the village of Tregarth near Bangor, who waited for WEEKS
:26:00. > :26:02.for BT Openreach to connect them. The Harts arent alone. Back in
:26:03. > :26:14.Caldicot, it seemed BT Openreach were at least aware of the problem.
:26:15. > :26:18.The Hart family's builder told them he'd seen an Openreach engineer HERE
:26:19. > :26:22.at the local exchange box back in December. The engineer told him the
:26:23. > :26:29.box was full and there was no extra capacity to fit the Harts phone and
:26:30. > :26:37.broadband. Unfortunately nobody hought to tell the Harts that. This
:26:38. > :26:41.could easily be solved with a line and it would be finished, done,
:26:42. > :26:51.everybody could go about their lives in confidence, myself included. Well
:26:52. > :26:54.we've been in touch with Talk Talk and BT Openreach and both have
:26:55. > :27:10.apologised for the delays in getting them connected. Talk Talk tell us
:27:11. > :27:13.they made a mistake and initially sent an engineer to the wrong
:27:14. > :27:16.address, but they're committed to learning from cases like this. And
:27:17. > :27:19.BT Openreach said new underground cabling was needed to provide extra
:27:20. > :27:22.capacity in the network. But they admit that what they call "internal
:27:23. > :27:26.processing errors" delayed this work. But there is some good news.
:27:27. > :27:29.After we got involved, the Harts have finally managed to get the the
:27:30. > :27:33.landline they so desperately needed. That's all we've got time for
:27:34. > :27:38.tonight. : When this couple won a competition they were thrilled and
:27:39. > :27:42.even spent hundreds of pounds on flights to their destination. It was
:27:43. > :27:48.the holiday of a lifetime to the 5-star Spanish fitness camp, so what
:27:49. > :27:55.went wrong? I do not think it is feared really. We were on cloud line
:27:56. > :28:01.and then so low you cannot imagine. -- cloud nine. If you have a
:28:02. > :28:10.consumer problem new needing help with you can give us a call or drop
:28:11. > :28:13.us a e-mail. It is important to leave us at daytime phone number.
:28:14. > :28:30.The next week. Goodbye. Hello, I'm Ellie Crisell with your
:28:31. > :28:31.90 second update. Two women and four